Earlier in the year we published a story about the Akron Area YMCA’s efforts to increase in-person engagement at their centers. We spoke with their Technology Director, Ken Hoyt, about his efforts to motivate staff to create good engagement habits.
Today we’re seeing a dramatic increase in the number of conversations that his staff is having with members but also an increase in the quality of conversations initiated and tracked. In fact, looking at the first half of May, the Akron Area Y is reporting 899 in-person conversations. This is more than double the 404 conversations that were tracked during the whole month of April.
Why is it important to track these conversations? This is the best way to get stories. The stories the staff at the Akron Y have logged range from basic:
“Since joining the Y ___ has tried to come every weekday. He really enjoys his new routine of working out before work.”
To the inspirational:
“___ just lost her husband 2 months ago. Trying to get back on her feet. Coming here has really helped her cope. She is interested in water aerobics for her bones and joints. She thinks she will try it next week.”
By having these conversations, the Akron Area Y is connecting with their members on a deeper level and they are logging these stories to help tell the Y story to those who don’t know or don’t understand it. These stories serve as a foundation for community outreach as well as donor and volunteer recruitment. The mission of youth development, healthy living and social responsibility is reflected in stories like these:
“[I] talked about her 11 year old using the fitness room because school will be out soon. I told her that if he is big enough to use the machines and goes through teen wellness that would be okay for the summer. We discussed making the teen wellness a one on one session with a wellness coach for several sessions. We also talked about camp and volunteering for day camp for the summer as an option for him to be involved in the Y…”
“I asked what his workout goal is and he said, ‘not to worry about his wife for an hour.’ He talked extensively about his wife and her medical condition. She is home now and resting.”
“Got to sit with ___ and her newest little princess who is 2 weeks old now. Said they were all doing very well. She is ready for a run and the doctor has permitted her to start back because she was so active throughout the pregnancy. She and the kids just came in to play with the other kids in CW today. The kids were missing their friends.”
You can set your staff up for success when capturing conversations with members. By tracking and recording these interactions you have the stories that support the Y mission, inspire staff, donors, and volunteers, and benchmark your engagement efforts with your members.
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